Using the Score Card
You can easily determine the level of customer satisfaction from a number of factors within the scorecard.
Viewing the Score Card
- From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.
Creating a New Score Card
- From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.
- Click New ScoreCardConfig. A blank score card appears.
- Enter numbers into the fields to denote the scoring.
Field | Description |
|---|---|
Target Courtesy Rating | Used for Customer Satisfaction Surveys, determines the Analyst Courtesy rating target. |
Target Knowledge Rating | Used for Customer Satisfaction Surveys, determines the Analyst Knowledge rating target. |
Target Timeliness Rating | Used for Customer Satisfaction Surveys, determines the Resolution Timeliness rating target. |
Target Experience Rating | Used for Customer Satisfaction Surveys, determines the Customer Satisfaction with the Technician rating target. |
Target Resolution Quality Rating | Used for Customer Satisfaction Surveys, determines the Quality of Resolution rating target. |
Target Customer Satisfaction Rating | Used for Customer Satisfaction Surveys, determines the Customer Satisfaction rating target. |
Target Overall Score Rating | Used for Customer Satisfaction Surveys, determines the Overall Customer Satisfaction rating target. |
Target Change Failure Pct | Used for the Change Enablement Scorecard report and determines the target for Change Failure Percentages. For example, if the value was set at 10%, if the total failure rate of changes was above 10% the target would be considered a missed target. |
Target Time Per Medium Change Pct | Used in the Change Enablement Scorecard report, determines the % target for Medium Changes implemented within their stated time frame. |
Target FLR Pct | Used in the Incident Management Scorecard report to set the target % for calls resolved on First Level Resolution. |
Target Response Compliance Pct | Used in the Incident Management Scorecard report to set the target for Response Time Compliance. |
Target Resolution Compliance Pct | Used in the Incident Management Scorecard report to set the target for Resolution Time Compliance. |
Target Time Per End User | Used in the Incident Management Scorecard report to set the threshold for the time to spend per end-user. |
Target Time Per Incident | Used in the Incident Management Scorecard report to set the threshold for the time to spend per incident. |
Target Response Time | Used in the Incident Management Scorecard report, determines the target response time. |
Target Resolution Time | Used in the Incident Management Scorecard report, determines the target resolution time. |
Target Time Per High Change Pct | Used in the Change Enablement Scorecard report, determines the % target for High Changes implemented within their stated time frame. |
Target Time Per Critical Change Pct | Used in the Change Enablement Scorecard report, determines the % target for Critical Changes implemented within their stated time frame. |
- Click Save.
The Score Card Config record appears on the list.
Deleting a Score Card
- From the Configuration Console, click Configure > Communication Templates > Score Card Configs to open the Score Card Configs workspace. The Score Card Configs workspace appears, listing the current score card configurations.
- Select the score card to remove.
- Click the delete icon
.